Complaints

This profile includes complaints for Hobby Lobby Stores's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hobby Lobby Stores

  7707 S.W. 44th Oklahoma City, OK 73179

• 

  Hobby Lobby, Inc.

  1855 Montgomery Hwy Ste 100 Hoover, AL 35244-1207

• 

  Hobby Lobby

  655 Fieldstown Rd Gardendale, AL 35071-2411

• 

  Hobby Lobby

  4701 John F Kennedy Blvd North Little Rock, AR 72116-7312

• 

  Hobby Lobby Stores

  5555 E Broadway Blvd Ste 131 Tucson, AZ 85711-3809

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, March 25th, 2023 around 6:00 PM EST, I visited Hobby Lobby store 432 in ******, **. I found an item under a sign which stated that it was 40% off. When the item was rung up, it was done so at regular price. I mentioned the sign and was told it did not apply to the item. I reiterated that I found the item under the sign and a cashier coach, named ******* or ******** (as I am unaware of the specific spelling) came to assist. I was told the item was not on sale and that she didn't think those items ever go on sale. She explained that it was only models on sale, to which I responded that I had a model. I stated that the item had been directly under the sign and she replied that they place signs all over the store, but it doesn't mean they apply to everything. She attempted to look the item up and could not find it on their site. At this point, the store manager was called over. *****, the store manager, stated that the sale only applied to cars. I attempted to explain my reasoning at which point ******* asked if I wanted the item or not. When I attempted to finish speaking, she snapped "do you want it or not?!" I reluctantly purchased the item. I headed to the car with the item and then returned to the store to double check the sign. As I walked in, I ************************* saying to the cashier, "it wasn't on sale. I mean how many times did I have to say it" and as she continued to insult me, I spoke up and told her, "you know I can hear you, right?" She smirked, said "yeah, so" and turned back to the cashier. I have since spoken to the store manager and corporate customer service, but the focus seems to be that I mistook the item as being on sale when it wasn't. I have included more than enough proof to verify that no sign or conditions excluded the item and it meets the corporate description of the sale as coming "in multiple pieces." The *** they provided to justify their claim is that of a Q Posket My Hero Academia Figurine, which is purchased preconstructed.

  Business Response

  Date: 03/28/2023

  The customer reached out to us directly and has been informed that the item he purchased did not qualify for the sale. 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  This complaint was made as a result of the interaction with customer service. I provided sufficient evidence to prove that the item should have been on sale and the response, not unlike the one provided to this complaint, is simply to deny it without any reasonable justification at all. Isn't it illegal for a store to place an item under a sale sign that fits the description of the item, does not include any exemptions that apply to it, but pressures the customer to pay full price at the register?

  The part of the situation that customer service seems to keep leaving out is that the decision to purchase the item was made under the duress of one of the cashier supervisors yelling. The only explanation that has been given after speaking to four separate employees of this company is that it wasn't a car and didn't have multiple pieces, both of which have been proven as lies.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/29/2023

  The item the customer purchased is one of the SKU#*******/My Hero Academia Banpresto Figurine Assortment, Vendor#*****HL. These come in an assortment and are classified as figurines, not models and are not included in the 40% off boxed model sale. I have no further information to provide. 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I filed Complaint ******** relating to a purchase that was misleading, but that was only the cause of the issue. The misleading advertisement, inability of staff to explain it, and generally poor inventory management are simply the context to mistreatment and public humiliation. I see that the complaint was listed as a billing issue, which is perhaps why the company is completely ignoring any attempt to reintroduce their actions into it. I fear this may cause review of the complaint to be performed based on whether or not I was able to prove the price of the item was incorrect. Again, all proof of why the price appears incorrect is SECONDARY to the store using the assumption that their word, despite conflicting evidence, is finite and valid justification for their abusive behavior. The company has been careful to disregard any mention of their actions, so I am not sure how I go about making sure it is not overlooked.

   

   

   

   

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Hobby Lobby, I don't know what happened to my package. I place order on Feb 13 order ******** and it was never delivered. The carrier said it was undeliverable and returned back to the shipper. I don't understand if the package was received I was told to wait 1 week. It has been more than a week and I have not received my package and it was apparently received to the shipper. I am wondering why I have not received my money back if the package was delivered back to you guys. I see there a lot of issues with people not receiving their packages. I do not understand why major delivery carriers are not used. I have been trying to figure if the package was returned back to Hobby Lobby. If so I am waiting for my refund. After reading so many complaints I feel like this is a big issue with lot of customers. I never received my package and it has been a month since placing the order. I do not understand why the package was never delivered by the carrier and where the package is. I would kindly request a refund for the items because I do not know what the carrier did with the package as I never received my merchandise.

  Business Response

  Date: 03/14/2023

  Dear Hobby Lobby customer,

  
  We have reviewed the details on order # ********. Our records indicate that your order was shipped to the address you provided on the order. The address appears to be a valid residential address. The carrier, OnTrac, did not indicate a reason why the package was deemed to be returned to the sender. Furthermore, our records detail that the package was returned and a full refund was processed on March 7, 2023, back to your original form of payment.

  
  We sincerely apologize for any inconvenience you may have experienced. At this time, we are working with the carrier to provide **************** for our customers, and this situation will be brought to their attention.

  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service

• Initial Complaint

  Date:03/04/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/4/23 @ 1:02 TOTAL purchase between my two daughter was $ 83 dollars at location ************************************************************** , the outrage of how you handle and treat your customers is not acceptable this is by the way the second time in the last 3 months that an incident has happen , I'm infuriated at everyone including the day time manager my girls are special needs . To hand them $ 83 dollars in merchandise to hold in there hand because you forgot to charge me for bags that i was more than willing to pay for and your response I dont have the code to charge you for them is absolutely ridiculous, the employees at Mc Donalds are more respectful than this entire store DO BETTER

  Business Response

  Date: 03/08/2023

  We have reached out to the customer to get more information and address the issue. 

  Customer Answer

  Date: 03/08/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  I have given information to the customer service 
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/10/2023

  The customer reached out to our offices directly. We are addressing the complaint appropriately. Any disciplinary actions or retraining with the employees involved will remain confidential. 

• Initial Complaint

  Date:02/09/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order date 1/302024 Order number ******** We ordered for their online website to be delivered to my brothers house. The tracking service showed the order was delivered however we did not receive the package. I called Hobby Lobbys corporate office to find out what they could do since they did not require a signature. They said signature is not required if they have a photo of the porch which they do. They do not offer a signature required service and will not do anything to compensate us for the package not being delivered to a person. I tried to work this out with them to even split reordering the product but was told they will not do anything past offer free shipping and if I was to order again they would not offer a signature service. I do not feel an order over $100 should just be left out with a photo proving it was properly sent to the recipient and they disagree.

  Business Response

  Date: 02/13/2023

   

  Dear Hobby Lobby Customer,

  We greatly apologize that there was an issue with stolen merchandise at your shipping address. At this time, we do not have the option to purchase insurance or offer a signature upon delivery.

  It appears that the carrier gave a detailed photo showing the package delivered properly to the residence. We are not responsible for stolen packages, and the package was delivered to the correct address. Please refer to our terms of sale online at: *******************************************************************************************.

  We find that there is a payment dispute on the PayPal account. We take these matters very seriously and will fully cooperate with PayPals investigations.

   Sincerely,

  Hobby Lobby Ecommerce Customer Service

   

  Customer Answer

  Date: 02/14/2023

   
  Complaint: ********
  
  I am rejecting this response because: This response does not address my concern and is inaccurate.

  There were no attempts to cancel the package or change carriers as we were unaware changing carriers was even an option. 
  The only communication made was calling Hobby Lobby **************** to report the issue and find a solution. This was a failed attempt as there has not been a satisfactory response from Hobby Lobby as they are unwilling to take any responsibility or offer any assistance in this matter beyond allowing us to re purchase the products and hope they arrive safely (again with no signature service) in essence paying twice for one order.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/20/2023

  Dear Hobby Lobby Customer,
  
  We greatly apologize that we could not fulfill your request, as we do not offer an option for signature upon delivery at this time. Our records indicate that the carrier provided proof of delivery, and the photo taken appears to be the correct address; it shows the package was placed right in front of the door. It appears that you made a repurchase to ship to the same address that you had this issue with, and we are hopeful that you will receive your purchase. Due to the issue you have encountered, our representative, who initiated the replacement order for you, has offered free shipping on this second package.

  
  Again, there is no signature requirement, and delivery will be made to that same location. We are not responsible for stolen packages; you may refer to our terms of sale online at: *******************************************************************************************.
  
  The Better Business Bureau complaint's contact name, email address, and phone number provided do not match with the order information. We would like to correct any misstatements and apologize for the incorrect previous correspondence.
  
  Sincerely,
  Hobby Lobby Ecommerce Customer Service

  Customer Answer

  Date: 02/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/24/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was searching for a Blanket ladder and found one on the Hobby Lobby website that listed the price at $39.89 but IN STORE ONLY. I called the store, and they had one available and was able to hold it for me for a few hours until I could get there. When I arrived at the store on December 21, 2022, the cashier rang up my purchase and the amount of the ladder was $48.99. I brought the printed copy of the web advertisement with me which stated that the discounted price was $38.89. The cashier called a manager over who stated that they could not honor the online price as the online prices are different than in store prices. However the web advertisement stated that the price was good for IN STORE ONLY purchases. I would have placed the order online if it was available at that price but the item is not offered as an online purchase. I contacted Hobby Lobby corporate with my receipt as well as the web print out and a letter and received a letter back that stated prices may be different at the stores location from those advertised online. I am very disappointed in the way this transaction was handled by Hobby Lobby store and by corporate. I am requesting a refund for the difference in their own pricing. Attached is the copy of the web ad, my receipt, my letter and what I received back from corporate.

  Business Response

  Date: 01/25/2023

  Our online warehouse and the stores operate separately. Per the online website FAQ section, it states: The prices, product selection and promotions offered at a Hobby Lobby Store location may be different from those on the Site.  We do not guarantee that a price, product or promotion offered through the Site will be available or honored at a Hobby Lobby Store or vice versa. I have no more information to provide. 

  Customer Answer

  Date: 01/30/2023

  I feel I should be honored the price of $39.89 due to the online it clearly states IN STORE ONLY (Check **************** for avaliability)and does not anywhere on document state price maybe different in stores.  So why would i think the price would be different.  I have attached document for your reference. 

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/31/2023

  The item the customer purchased is currently priced at $69.99 regular price and $48.99 sale price. She was charged correctly for the item. Our online warehouse and the stores operate separately. Per the online website FAQ section, it states: The prices, product selection and promotions offered at a Hobby Lobby Store location may be different from those on the Site.  We do not guarantee that a price, product or promotion offered through the Site will be available or honored at a Hobby Lobby Store or vice versa. I have no further information to provide. 

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased about 30 packs of stickers from your Hobby Lobby brand - one item valued at $2.49 (a bling cross) was defective. I called in before I brought in advising what happened and asked if they would exchange. So I traveled 40 minutes to your **********, ** store today to exchange 3 packs of stickers including the defective brand and they wouldn't do so. I didn't have my receipt. What was disturbing about my experience they seemed to be no gray area to handle exchanges. The 2 other packages were in perfect condition. What made me write this complaint was the fact - I was made to feel as though my value didn't matter. Your large company wouldn't accept a defective item. It wasn't something worth hundreds of dollars. Instead of exchanging this minor item - the manager unmpathetically said "no". Training would be suggested to the male manager as well as ***** the cashier. I get that you may have stringent policies but there should be some gray area.

  Business Response

  Date: 01/20/2023

  The customer has not contacted us directly. We have reached out to the customer to review and address the issue. 

• Initial Complaint

  Date:01/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a puzzle it had seven pieces missing I went back to the same hobby lobby they were out so I went to three other hobby lobby and finally found the same one and looked four times for the pieces missing they were not there it took a month to put this **** pieces together I am so upset with hobby hobby ??

  Business Response

  Date: 01/18/2023

  The customer has not contacted us directly. We have reached out to the customer to review and address the issue. 

• Initial Complaint

  Date:01/12/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hobby Lobby in ******* does not want to refund me for a difference in price for two items that were sold at a higher price. When I was buying these items, I pointed out to the store that the price was higher than advertised online. I was told that the store price is correct.I had to come back to the store on the same day to buy one more of the same item. The price on this third item was lower and equal to the advertised price on their website. The label with this lower price was taped over the higher price on this item - easy to see this because the price label and the original price were not fully aligned.The next day I called Hobby Lobby **************** and spoke with ****. She told me that the item price went down for this item but the store did not correct the pricing on the two items that I have purchased.**** said that she will contact the store and ask for a refund in price difference to be credited on my credit card that I paid with. I should get a reply in 48 hours.Two days later - no communication.I called **************** and was connected to *******. She was argumentative and hostile. She implied again and again that the overcharge is not proven to her ( I have all item labels with receipts!).I have asked to be transferred to ****.**** confirmed that she indeed contacted the store.I called the store and talked to *******, the manager. He told me that I have to come to the store.I asked him to process a credit to my credit card but he did not want to do it. I called **** back to let her know that the store does not want to give me a refund on my credit card as she offered. Hobby Lobby has a system to overcharge customers: 1. 50% sale is advertised in a store with tags over the stands with items on sale but it is not in their computer. Cashiers charge full price to unaware customers. 2. Hobby Lobby does not use SKU numbers as everyone else and SKU numbers are not on the receipts which lets an overcharge and makes some returns impossible.

  Business Response

  Date: 01/13/2023

  The item in question had a price decrease. A refund adjustment was processed back to the customers card on 1/12/23. The customers additional comments have been forwarded to the appropriate personnel to be reviewed and addressed.

  Customer Answer

  Date: 01/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My *********** made a purchase on Friday, December 23, 2022 for Christmas items. We wanted to return 6 placemats that turned into napkins after washing & a holiday lantern that is supposed to move the glitter while on & it does not. When my husband went to return the item today, Wednesday, December 28th he spoke with ***** he believes was her ************** the store managers. *************** were extremley rude & dismissive with the returns & said "no tags, no returns". I had called the store & spoke to ******* as well, **************, explained what had happened that the placemats shrunk in the ********** response was that's a used item how do you expect me to resell that. When I explained you never have any issues if you take clothing back to the store if you wash & something happens. ******* proceeded to be more rude & dismissive. I will never shop in this Hobby Lobby in **********, **.

  Business Response

  Date: 12/29/2022

  We have reached out to the customer to address this issue. 

  Customer Answer

  Date: 12/29/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  No one has called me regarding this matter. 

  Business Response

  Date: 01/03/2023

  We reached out to the customer to address this complaint on 12/29/22. The customer was able to return the items at the store for full refund on 12/29/22. 

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a couple of Christmas ornaments from this store. Two of them turned out to be broken. I requested to have those two items returned, but the store manager ** refused. She claimed if the cashier wrapped the product in paper at the time of purchase, then they are not returning any damaged product. She also said I probably did not handle the bag well, which caused the damage. She took my receipt and went to the back of the store to check the video recording to find out if the cashier had wrapped the products. She returned after five minutes and told me the cashier had wrapped it. She did not show me the recording. I don't know how advantage the technology Hobby Lobby has, but I don't see any store that can find the recording from more than a week ago, locate the time and location, watch it, run to the back of the store and come back to the front in five minutes. I remembered my product was not wrapped. I spent more than five minutes at the cashier's desk when we purchased it. Because we have purchased a lot of products. Based on my understanding, Hobby Lobby released their responsibility for the product's poor quality. Once it is wrapped, it is all customer's fault. Or ********************************************* has a policy indicated if the product is wrapped, this company will not return the damaged products?

  Business Response

  Date: 12/06/2022

  Video was reviewed of the customers transaction. The items the customer purchased were not damaged at the time of purchase and the cashier wrapped each item carefully. All returns are done at the managers discretion at the store. The customers complaint about the poor customer service has been addressed by the appropriate personnel. We will not be offering a refund for the items.
  
  

  Customer Answer

  Date: 12/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: The dinosaur ornament had poor quality.  It was broken was due to the glue was not properly applied to the product.  Please have the seller to show their video to prove the Pikachu's foot was in good condition when it was purchased.  I had purchased damaged product, but I did not pay attention at the time of purchase.  
  
  Sincerely,
  
  ***************

  Business Response

  Date: 12/12/2022

  Video was reviewed of the customers transaction. The items the customer purchased were not damaged at the time of purchase and the cashier wrapped each item carefully. All returns are done at the managers discretion at the store. We will not be offering a refund for the items. I have no further information to provide. 

  Customer Answer

  Date: 12/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:Store did not provide any proof.  I strongly believe the store manager was lying.  
  
  Sincerely,
  
  ***************